(Joy) Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International Journal of Contemporary Hospitality Management 26 (2014) 4, pp. 544-571
factors and inhibitors in the hospitality industry. Design/methodology/approach – A qualitative research approach was adopted … data has revealed 7 types of ICCB incidents, 11 ICCB triggering factors and 3 ICCB inhibitors in the hospitality industry …, as perceived by frontline employees. The study also proposed a multiple-layer model of ICCB triggers and inhibitors based …